This document is intended to provide the reader with the correct process for managing E911 Emergency address detail rejections from Gamma to be compliant with OFCOM regulations for number representation
Pragma send the data for any customer details that were updated that day, to Gamma on a daily basis. The Gamma 999 team check this data to ensure that they have the correct E911 Emergency address details and issue a list of rejections if any issues are found with the address or numbers.
The number that is reported to Gamma is taken from the PAID for Emergency Call field in the Customer Manager Portal in the iPECS Cloud OMS portal (see below) and this is sent with the site details entered for that number.
It is an OFCOM requirement that any numbers being represented in the OMS portal have the correct emergency address details. Therefore, on receipt of the daily rejections from Gamma we will contact our Partners to advise on these and request action.
To ensure partners are compliant with the OFCOM regulations, we would kindly ask that Customer details in the OMS portal are updated within 3 working days upon receipt of a E911 rejection e-mail and confirmation sent back to Pragma when done.
To update a Customer record
In the iPECS Cloud OMS portal, go to Customer Info and then click on Site Info. Then click on Modify in the bottom right of the screen as shown below:
The Site Name, Address, City, County and Postcode fields can be amended as needed, these should match the match the details shown in the Royal Mail postcode checker
Click Save when complete.
If the number is incorrect and needs to be changed then you will need to raise a Return DDI request. Go to Customers, Modify Customer and Change Order.
On the Number Ordering Tab, select the number to return in the Direct Dial Number Return Order field and Submit the request. Once the order is Final Confirmed, an order can be raised to request the correct number to be added accordingly.
If you would like the E911 address e-mail notifications sent to a different e-mail address then please send a request to OrderTeam@wearepragma.co.uk. Where possible, we would strongly recommend that a mailbox e-mail address is used for these notifications to ensure these are not sent to an individual who may be out of the office.